Trust Over Control

Takeaways from the Hospitality Summit

"Trust is good, control is better." A German saying that a lot of us grew up with.

Two weeks ago at the Hospitality Summit in Bern, Caroline von Kretschmann flipped it in her keynote on empathetic and values-driven leadership. "Control is good, trust is better." For almost an hour, the room hung on every word.

Caroline runs the Europäischer Hof in Heidelberg, fourth family generation. In her hotel, staff are colleagues. The word 'employee' never crosses her lips. Words shape culture. Managers act as servant leaders.

The whole team follows one clear vision. Values show up in daily decisions. When someone drifts from them, the conversation happens straight away. Clarity and consistency, year after year.

Culture like this takes years to build. It needs daily tending.

For me, the absolute highlight of the day. Caroline gave voice to what I believe in: a new chapter for hospitality, where team culture and service culture rise together.

The other talk that stayed with me came from Dr. Cindy Candrian on AI twins. The idea: digital target audiences that let you test websites or menus before real guests see them. A method worth keeping an eye on.

Two highlights from a packed day of talks and conversations. And good to see so many familiar faces again.

A fantastic day. this is what gives me tons of energy. Life is beautiful.

Thanks Manuela Leonhard for the photo credit.

Manuela Leonhard, Caroline von Kretschmann, and me

Thanks Manuela Leonhard for the photo credit.

Manuela Leonhard, Caroline von Kretschmann, and me.